Service Desk Manager

Position: Service Desk Manager

Date Posted: March 9, 2026

Industry: Higher Education / IT Services

Employment Type: Staff / Full Time

Experience: Three years of related experience

Qualification: Bachelor’s degree in applicable field or equivalent combination of education and experience

Salary: USD $51,439 – $70,987

Location: Stephenville, TX, USA

Company: Tarleton State University

Description:
Tarleton State University, a distinguished Doctoral National Comprehensive University, is seeking a Service Desk Manager to lead and oversee its IT Service Desk within the Division of Innovative Technology Services. This role provides an exciting opportunity to manage a dynamic IT support team while contributing to a vibrant academic community that values innovation, collaboration, and inclusivity.

The Service Desk Manager reports to the Deputy CIO and is responsible for the day-to-day operations of the IT Service Desk, the primary contact point for university IT support. This includes supervision of Tier 1 support across phone, walk-in, and online channels, management of relationships with outsourced call center vendors, and ensuring adherence to service-level agreements (SLAs).

Key Responsibilities:

Service Desk Operations & Leadership

• Oversee daily IT Service Desk operations, ensuring timely resolution of support requests
• Recruit, hire, and supervise full-time staff and student workers, enforcing performance and ethical standards
• Develop and mentor service desk staff for professional growth and operational excellence
• Coordinate project planning, scheduling, risk analysis, and resource management
• Monitor KPIs and develop strategies for continuous service improvement
• Maintain service documentation, knowledge bases, and self-service resources

Vendor Management & Call Center Outsourcing

• Serve as primary liaison with outsourced IT support vendors
• Monitor vendor performance against SLAs and key metrics
• Develop and track project or area budgets
• Facilitate regular performance review meetings and process improvements to ensure quality service

User Experience & Support Excellence

• Promote a culture of customer service excellence and positive user experience
• Act as escalation point for high-priority or complex issues
• Gather feedback from faculty, staff, and students to refine support processes
• Encourage the use of self-service tools to enhance efficiency

Technology & Process Improvement

• Identify opportunities to streamline workflows and improve service desk efficiency
• Integrate service desk processes with Tier 2 and Tier 3 IT support functions
• Utilize ITSM tools (e.g., TeamDynamix) for ticketing, reporting, and automation
• Provide limited advanced technical support and act as a technical resource

Training & Staff Development

• Train and mentor staff and student workers for high-quality service delivery
• Develop onboarding and ongoing training programs
• Encourage collaboration with other IT teams to enhance problem-solving skills

Minimum Qualifications:

• Bachelor’s degree or equivalent combination of education and experience
• Three years of related experience
• Knowledge of IT support, project and operations management, team leadership, IT industry trends, and ITIL framework
• Excellent written and verbal communication, analytical, interpersonal, and organizational skills

Preferred Qualifications:

• Three years of IT service desk management experience, preferably in higher education
• Bachelor’s in IT, Computer Science, Business Administration, or related field
• Strong computer skills and experience with ITSM platforms (e.g., TeamDynamix)
• Experience managing vendors and outsourced IT services
• ITIL certification or experience implementing ITIL processes

This position is in-office at the Tarleton State University main campus in Stephenville, TX, with standard work hours Mon-Fri, 8 AM – 5 PM. Candidates will also serve as a Campus Security Authority (CSA).

Disclaimer: The job details above are structured for clarity and understanding based on publicly available content from recruiters/Company pages. All rights remain with the original source; names may be withheld for confidentiality. We are not involved in the hiring process